Latest Contact Center Best Practices

“Hi! you have reached blah blah blah, please leave your name and number and I will get back to you." Familiar? It should be….these words likely echo in your ears at some point everyday! Correction…this probably happens to you on almost every call!

Allow me to provide you with an outside perspective from a member of the “old guard” (let’s just leave my age at that), who always jumps to answer a call, regardless of what’s going on and even if the number is unknown. In my younger days, we would run across the office floor, or down the flight of stairs at home to pick-up the phone, because we were taught that if a device rings, it's for a reason. Today, I am intrigued by how often I come across that same old message, “Hi! You have reached (blah blah blah blah), please leave your name…"

Don't you hate it when you call a support line and have to wait on hold? Or even worse, you finally get on the phone with someone, but they cannot answer your question so you have to be transferred to someone else. I can recall a couple times where I was on the phone (or on hold, mostly) with my bank, as well as my television provider for an extended period of time. With my bank, I was continually transferred to different people to try and diagnose the problem; and then go ahead and fix it. I understand that some things take time because of the security measures they must take, but I shouldn’t have to free up my entire day to make one phone call. My conversation with Verizon Fios was similar. We were being charged for a package we didn’t subscribe to. It shouldn’t be that difficult to fix that problem. Still, I was sent to multiple different people to resolve a fairly simple issue.

3CLogic employees head to New York City this week, for the CRM Evolution 2013 Conference & Expo (myself included!) I thought it might be relevant to share some info on CRM integration within your contact center.